Inside Track: The Extra Mile

At Canaan, people are our priority, which is what motivates our unrivaled commitment to customer service. When companies are deciding which freight forwarder to partner with to deliver a shipment, the value of a hands-on approach may not be immediately evident in the initial calculations. But our experience has shown us time and again that extra care given to each of our customers pays off not just in providing a better experience but also for the bottom line.  

Here are two recent examples: 

One of our regular clients had unknowingly filled, and delivered to the terminal, a container that did not belong to the ocean carrier preparing to ship their goods overseas. The error was traced back to the release of the empty at the container depot, leaving the customer in a tough spot of resolving the issue with the shipping line with not much time to spare. 

The shipping line was insistent that the client unload the container and pay storage and gate fees, which meant not just a cost in fees but also a labour cost in dealing with a split booking. 

Owing to our established relationships with the shipping lines, and our willingness to advocate on behalf of our customers, we facilitated a better solution: identifying the right person to provide approval, we arranged for the container to remain onboard “on hire” and were able to assure the customer, who was under pressure to unload, that the issue was resolvable without further action on their part. The shipment stayed intact and was delivered on time, with no extra fees.

Another example: Sometimes, the Biblical analogy of the “extra mile” is quite literal. One of our clients was in need of the physical delivery of signed papers in order for a shipment to be released without any delays. The turnaround was extremely tight. Rather than have our client anxiously track the document through the courier’s online system — without any real control of the timing — we took it upon ourselves to ensure delivery. Once we were told the document had arrived in Vancouver, we went to pick it up ourselves and then we crossed town to deliver it to the office in which it needed to be scanned so that confirmation could be sent to another city. Our experience and willingness to literally take extra steps allowed us to navigate an admittedly inefficient process as efficiently as possible — seeing a way through where other companies might have seen a dead end.

If you are unsure of which freight forwarder is right for you, a helpful question to ask is: can I rely on them to advocate for my company should something not go as planned? At Canaan, the “extra mile” is not extra, it’s part of our commitment to always deliver as promised for all of our clients. 

We’re keen to extend our services to you. Reach out today sales@canaangroup.ca